quality management for engineers_chapter9

quality management for engineers_chapter9 - ISE 527-...

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1 ISE 527- Quality Management for Engineers (Fall 2011) Chapter 9- Leading, Building and Sustaining Performance Excellence
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2 Chapter 9
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3 Some basics- what is “performance excellence”? Source: Criteria for Performance Excellence , 2008 Performance The term “performance” refers to outputs and their outcomes obtained from processes, products, and services that permit evaluation and comparison relative to goals, standards, past results, and other organizations. Performance can be expressed in nonfinancial and financial terms. The Baldrige criteria address four types of performance: 1) product and service, 2) customer-focused, 3) financial and marketplace, and 4) operational Performance excellence The term “performance excellence” refers to an integrated approach to organizational performance management that results in 5) delivery of ever-improving value to customers and stakeholders, contribution to organizational sustainability, 6) improvement of overall organizational effectiveness and capabilities, and 7) organizational and personal learning
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4 Key Idea Photograph: Hubble Deep Field Image to Beginning of Time v8: 422 Building and sustaining performance excellence requires effective leadership, a commitment to change and long-term sustainability, the adoption of sound practices and implementation strategies, and continual organizational learning.
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5 Key Idea Sustainability refers to an organization’s ability to address current needs and have the agility and management skills and structure to prepare successfully for the future, including preparedness for emergencies. v8: 422
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6 LEADERSHIP FOR PERFORMANCE EXCELLENCE
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Leadership The ability to positively influence people and systems under one’s authority to have a meaningful impact and achieve important results 7 v8: 423
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Leadership in Deming’s 14 Points Point 1. Create and publish to all employees a statement of the aims and purposes of the company or other organization. The management must demonstrate constantly their commitment to this statement. Point 7. Teach and institute leadership. Point 12. Remove barriers that rob people of pride of workmanship. Point 14. Take action to accomplish the transformation. 8 v8: 423
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9 The Baldrige “Leadership Triad” Leadership Strategic Planning Customer Focus Operations v8: 424
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Six Key Leadership Competencies Navigator : Creates shared meaning and provides direction towards a vision, mission, goal or end-result. Communicator : Effectively listens and articulates messages to provide shared meaning. Mentor : Provides others with a role to guide their actions. Learner : Continuously develops personal knowledge, skills, and abilities through formal study, experience, reflection, and recreation. Builder
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quality management for engineers_chapter9 - ISE 527-...

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